Duplicate orders in Kustom are processed independently. This means each order must be reviewed and handled on its own to avoid incorrect payouts or refunds.
Determine the order status
Start by checking the order status in Kustom:
Captured orders
Duplicate orders in captured status are treated independently. If left unresolved, both may be paid out. If only one order should stand, refund the other.
Authorized orders
Authorized orders that are confirmed as duplicates should be cancelled before capture.
Identify the legitimate order
To confirm which order should be kept:
Cross-check the orders against your webshop records.
Each duplicate order has a unique Kustom Order ID, even if the merchant reference is the same.
Refund or cancel the order that does not exist in your webshop records.
Common questions
Should we refund or cancel duplicate orders going forward?
Authorized orders can only be cancelled.
Captured orders can only be refunded.
If one duplicated order is refunded, will the other still be paid out?
Yes. Each order is handled separately in Kustom, and refunding one captured order does not affect the payout of another.
Which order should be refunded if it is unclear what the customer paid for?
Use your webshop records together with Kustom order data to identify the legitimate order. Refund the one that appears as a duplicate and is not listed in the store records.